Client Success Manager

Job Description

Role: Client Success Manager

Location: London

Career Level: Specialist

Salary: Competitive (based on experience)

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.

“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEO

As a team:

Join Accenture and help transform leading Insurance organisations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.

You'll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways

In our team you will learn:

• How to provide solutions to real world problems that our insurance clients face.

• How to help transform leading Insurers across the UK and around the world.

• How best to develop your skills and hone your talents within an innovative technology environment.

As a Client Success Manager (CSM), you will:

Develop and manage the strategic relationship with our customers to promote a strong and trusted partnership. A successful CSM ensures our customers are receiving value from Navisite’s services, mitigates churn, and ultimately helps to grow the account. As an advocate for the customer, this key resource works with Navisite internal teams to ensure timely action and communication both proactively and reactively when issues arise.

As part of this role, the CSM interacts with all levels of the organization including sales, service delivery/operations, finance and executive management to ensure the highest level of customer satisfaction and retention. The CSM also plays a primary role in client facing discussions associated with resolving and escalating issues related to invoicing, billing inquiries and collections by coordinating with the backend administrative teams for resolution.

The CSM must possess excellent written and verbal communication skills and must be able to manage multiple priorities and customers in a fast-paced environment. This person must have demonstrated ability to act as a self-starter and can execute objectives and problem solve without day-to-day supervision. A key attribute for the CSM is possessing the ability to bring varied teams together to work on and resolve issues that arise to mitigate customer impact.

This individual will have specific visibility into internal process management such as Incident, Change and Problem Management within their assigned accounts, as well as facilitating processes internally to reconcile assets associated with assigned clients particularly supporting renewals. They also should look to drive additional account growth by identifying opportunities for additional services knowing when to engage their counterparts within the Sales organization. In addition, this role requires the ability to synthesize data including, incident, status and project information, and to effectively present that information back to the customer in presentations, graphical and dashboard formats.

Job Qualifications

The following skills and experience are essential for this role:

• Advocate for customer satisfaction to ensure the highest level of retention and growth

• Have intimate understanding of the customer’s contract and adherence with SLAs, working to prevent and mitigate any risks for breach

• Understand the customer’s contract, contract structure and services sold within each assigned account, including an awareness and visibility into the current utilization of services

• Proactively drive efforts to improve the customer’s experience with Navisite’s products and services such as recommending upgrades, applicable new product sets and configuration changes, in concert with the sales and delivery teams

• Provide regular internal status updates and customer sentiment, as directed, within internal tools and systems and initiate remediation “get healthy” programs

• Maintain an accurate churn forecast and documentation of mitigation strategies, including deinstall dates, associated revenue and categorization of churn. Support the reconciliation of the churn forecast to revenue reporting.

• Maintain an accurate log of Collections activities while interfacing with the client and internal teams to resolve past due balances

• Provide oversight for multiple concurrent customer and Navisite initiatives, including status updates and maintenance of risk and issue logs

• Support the renewal process and coordinate with Sales and internal teams

• Keep the customer informed by enabling customer participation and communication in an organized and proactive manner facilitated by RAIL calls, status meetings, business reviews and executive briefings

• Provide an escalation point for day-to-day operational issues

• Contribute to and support the effective administration of NPS surveys

• Provide support to the account team during major incidents

• Provide an escalation path to ensure the customer receives timely responses and the best possible solutions related to change requests and incidents

• Maintain regular contact with Navisite’s Sales team/Account Manager/Strategic Advisor/Executive Sponsor assigned to the account

• Develop and maintain positive customer relations with business contacts

• Perform periodic internal Account Plans and reviews, with Navisite’s account team, and broader executive team as needed

• Work with customers to establish a cadence of periodic business reviews to discuss the health and activity of the client business

Set yourself apart:

• 8+ years’ experience in Client Success, Service Management or related role

• Working knowledge of:

• Public cloud environments, features and technical attributes, with certifications a plus.

• Technical account-level exposure desired related to managed hosting/managed services and professional services

• Familiarity with customer contracts and the process of customer renewals

• Ability to manage multiple accounts and priorities

• Demonstrated ability of a high degree of independence and the ability to be proactive and solution oriented

• Excellent interpersonal and relationship building skills

• Strong written, verbal and communication skills

• Generate innovative ideas and the ability to challenge the status quo, particularly in the identification of opportunities within assigned accounts

• Project management training and experience is a plus

Education

• BS/BA degree and technology background strongly preferred

Working Conditions

Office environment – Hybrid working

What’s in it for you

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes up to 25 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

About Accenture

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 750,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, or gender identity, or any other basis as protected by applicable law.

Closing Date for Applications 28th August 2026

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.